Frequently asked questions
Answers to questions about orders, delivery, returns, warranty and travelling with Eternitive suitcases. Can’t find your question? Write to [email protected].
Orders and delivery
How long does delivery take?
Delivery takes 2–5 working days. For prepaid orders we count from the moment payment is received. Parcels are not delivered on Sundays and public holidays. More information →
How much does delivery cost?
Delivery is free from €45; below that it costs €6.90.
Will my whole order arrive in one parcel?
Yes, we ship everything together unless agreed otherwise. Delivery time is then based on the item with the longest delivery time.
Returns
How long do I have to return an item?
You have 30 days from delivery to return a product without giving a reason.
How do I return a suitcase?
Register the return with the online form, pack the product and send it to: ETERNITIVE Sp. z o.o., ul. Ks. Jerzego Popiełuszki 17, 55-080 Kąty Wrocławskie, Poland. You will receive a confirmation with the address by email. More information →
Who pays for return shipping?
For returns, the buyer pays for shipping. For complaints, we cover the shipping.
When will I get my money back?
Within 14 days of the parcel reaching us, using the same payment method you used.
Payments
Which payment methods are available?
You can pay by card, Apple Pay, PayPal or, in selected countries, with Klarna (pay now or pay later).
When do you ship a prepaid order?
Once the payment has been received. From then, delivery takes 2–5 working days.
Warranty and complaints
What warranty do Eternitive suitcases have?
All suitcases have a 2-year warranty. E3 PRO, E and E+ suitcases bought from 1 May 2026 have a 7-year warranty on the suitcase. The power bank and the biometric lock electronics have 2 years. More information →
What does the 7-year warranty not cover?
Wheels and zips (they wear with use), the power bank and lock electronics (these have 2 years), scratches and scuffs, damage from improper use and damage caused while the airline is carrying the suitcase.
How do I submit a complaint?
Fill in the online complaint form and add photos of the defect. You will get our decision by email within 14 days. More information →
Do I have to send the suitcase back for a complaint?
Not always. We often decide based on the photos. If we ask you to send it back, a courier will collect the packed suitcase at our cost.
My suitcase was damaged on a flight. What should I do?
Report the damage at the airport, at the airline’s baggage service desk, and ask for a damage report. The airline is responsible for damage caused during transport.
Do you sell spare parts?
We do not sell spare parts. If something breaks during the warranty period, please submit a complaint.
Power bank and air travel
Can I take a suitcase with a power bank on a plane?
Yes. In the cabin the power bank can stay in the suitcase. If the suitcase goes in the hold, take the power bank out and carry it on board.
Which suitcase fits Ryanair?
With Priority, Ryanair allows a cabin bag up to 55 × 40 × 20 cm. E3 PRO 33 l, E2 33 l and PROSTO® Edition 35 l fit. See the full table for other airlines on our cabin bag limits page. More information →
Will my laptop fit?
Yes, e.g. a 13" or 14" MacBook fits in E2, E3 PRO and E+ suitcases.
How do I charge my phone from the suitcase?
On models with USB ports, plug your cable into the USB-A or USB-C port on the suitcase and charge your phone while you travel.
Suitcases and care
Which suitcase size should I choose?
A cabin suitcase is enough for a weekend or short trips (2–4 days), a medium one for about a week and a large one for about two weeks.
What are the suitcases made of?
E3 PRO and E+ suitcases have a polycarbonate (PC) shell. It is a light, flexible material that bends on impact instead of cracking. E1, E2 and JOY suitcases have a scratch-resistant ABS shell. It is light and rigid and copes well with baggage belts. PROSTO® Edition combines both materials (PC/ABS).
What is a TSA lock?
A lock that US airport security can open with a special key without damaging the suitcase.
How do I clean my suitcase?
Wipe the shell with a damp, soft cloth and a mild cleaner. Do not use solvents or abrasive sponges.
About the brand
What is Eternitive?
Eternitive is a premium luggage brand created by people who really travel. We design durable suitcases built to last for years, not a few flights.
What makes Eternitive suitcases different?
A built-in power bank and fingerprint lock on E and E+ models, a durable polycarbonate or ABS shell and a warranty of up to 7 years.
Didn’t find your answer?
Write or call us and we will reply as soon as we can.